Sr. Manager, Advertiser Support, Support Products

Transforming Contact Center OperationsAmazon's Advertiser Support provides on-demand support for 2MM global self-service advertisers, including large brands and prominent agencies. Our team is the most accessible way advertisers can get help resolving issues and consult on improving delivery and performance. We are looking for an innovative, inspiring leader to transform our contact center operations into a world-class scaled services organization. As an experienced ad industry services leader, you will manage a global team that contributes directly to Amazon's bottom line. Through improved hiring, training and tools, you will expand and uplevel the quality of services we provide.Key job responsibilities include:Leading, inspiring and coaching a world-wide team of over 300 employees; our specialists serve advertisers in nineteen different countries and nine languages through email, phone and chat.Hiring and growing deep expertise in advertising across all team members.Defining and managing to both operational and business KPIs.Creating and managing programs that create scale and address complex advertiser needs.Leading the creation of increasingly accurate capacity planning models to ensure staffing and scheduling to hit high-bar service levels across multiple channels, sites and languages.Creating and leading flexible staffing strategies to meet evolving business requirements.On a typical day, you may be presenting a strategic proposal document to senior leaders and stakeholders. Or you may be reviewing a program roadmap from one of your team. You may be leading a weekly metrics review with your team, or advocating with the software development team for tool improvements. You might be traveling internationally, or coaching your directs via Zoom. You might be negotiating with key partners to improve a bad experience for advertisers.About the team: The SP&S team's long-held mission has been to provide the right support at the right time to ensure self-service advertisers can effectively grow their business through Amazon Advertising. We offer a variety of thoughtfully linked support interactions: in-workflow help content, an AI-driven chat experience, and 1:1 associate support. Each interaction type offers distinct benefits, but all aim to address an advertiser's need in that moment, inspire action, and see around corners to offer additional ways we can help them grow their business.Basic qualifications include:Bachelor's degree in marketing, advertising, business or equivalent.Experience working with, presenting to and influencing senior executives up to VP level.Experience managing and developing high performance teams.Knowledge of key technology and market trends.Experience using analytical, account management, and productivity tools, such as Oracle Business Intelligence, SalesForce, Tableau, or similar.10+ years of experience in account management, client services, or a similar customer-facing role.Proven track record of expanding services and driving high impact metrics.In-depth knowledge of account management, including strategic planning, KPI tracking, client communication, and issue resolution.Preferred qualifications include:Master's degree, or MBA in management, business administration, economics, engineering, marketing.Experience working within a global company, with multi-country responsibilities.Demonstrated use of AI for research or analysis in a services organization.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,300/year in our lowest geographic market up to $248,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.